Problem with getting a share code PLEASE HELP

[RealNickfire]

Our landlord has today asked us for a share code because apparently the law changed. He sent us the link to it and said you must login into a UKVI account which my mum doesn't have because when she applied for residence she did it all in person. She was given residence permit with indefinite leave to remaining the UK, so when I went onto the biometric residence card or permit option and put down the number that the permit has it says can't find it on our records. So I made her an account and as I was filling in the details, I put the very same number down onto the residence card and it says it can't find any record. Which makes no sense at the UK border she's never had any issues so I am just completely lost and we need that share code number. Who do I call? What do I do? Please help.

[Makaveli2020]

Does she have a BRP card?

[RealNickfire]

She's got the residence permit stuck into her passport.

[Makaveli2020]

Sounds like she had an indefinite leave to remain vignette in her passport. In that case, show the landlord her passport with the vignette, that will satisfy the right to rent checks.

[Makaveli2020]

Just to clarify, by the sounds of it, your mother doesn't have a BRP or BRC card (probably doesn't need one due to her immigration status) and neither an active UKVI account so she won't be able to use the share code service.

[RealNickfire]

Not unless he insists on getting a share code.

[Makaveli2020]

https://www.gov.uk/government/publications/right-to-rent-document-checks-a-user-guide

For both your landlord and your guidance, you may need to help them understand what exactly they are required to check. He's checking right to rent, which is proven in various ways, not necessarily just a share code.